Article
Article No.: 11-2b
Article Title: The Human Resources
Customer Value
Proposition
Author: Linda Gravett, Ph.D., SPHR, CEQC
My definition of strategic HR management is:
Proactively seeking
ways to align human resource
strategies and practices
with changing business needs
based on external and
internal factors.
If you’d like a shorter definition, I suggest this one:
HR should add value
to the bottom line.
HR can add value by always thinking of and implementing products or
services that provide a significant benefit to its customers.
For example, one of my clients recently added kiosks in private, yet
accessible locations in its remote manufacturing facilities so that
employees can use the kiosk computer to access their personal
benefits information. This is convenient for employees and a
time saver for Benefits staff.
HR can add value by learning, from line managers and executives,
what employee capabilities are required to help the company respond
to market demands. The organization’s strategic plan can and
should serve as the primary needs assessment tool prior to training
and development initiative design and delivery. Rather than
serving up canned programs year after year, HR can provide programs
that close the skills gap that prevents employees from high
performance in the critical areas that will help the company survive
and thrive.
HR can add value by serving as a source for competitive advantage.
If HR is always seeking to ensure that the right people, at the
right time, are in the right place, this adds value. Of
course, this type of approach requires systems thinking to
activities such as recruiting and selection. One of my clients
fosters a high level of communication between training and
development staff and recruiting staff. A typical question
that recruiters ask of training and development staff is, “If we
recruit and hire at ‘x’ level for ‘y’ position, how will that impact
your training and development efforts and budget this year?
This ongoing communication prevents spending extra training dollars
to bring new employees’ skills to the necessary level.
HR can add value by supporting the organization’s ongoing quest for
competitive advantage; by making it a point to understand its
customers’ objectives; and by demonstrating how its activities will
help deliver business results.
If fulfilling this need for your organization is causing you
concern, please
click here to complete my Contact Form.